| LibQUAL+®的演进与我国本地化研究与实践 |
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| 引用本文： | 吴冬曼,郭依群.LibQUAL+®的演进与我国本地化研究与实践[J].图书情报工作,2012,56(15):42-48. |
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| 作者姓名： | 吴冬曼 郭依群 |
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| 作者单位： | 清华大学图书馆 北京 100084 |
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| 摘 要： | 继承SERVQUAL的评价方法和工作机理,LibQUAL+®经历了一个不断修订的过程,其最新的发展动态是LibQUAL+®精简版LibQUAL+®Lite的实验。我国先后有数十个图书馆运用SERVQUAL原型、LibQUAL+®的修正模型进行图书馆服务质量评价的实证研究。评价模型主要围绕文献资源、服务效果、图书馆环境、图书馆员、图书馆设施5个方面。清华大学图书馆的实践表明,LibQUAL+®的思路和模式也基本适用于国内大学图书馆。清华大学图书馆在已有工作的基础上,从国内研究图书馆的实际状况出发,站在用户的角度和立场上,从用户对图书馆的需求出发,研制了一套基于用户需求的图书馆服务质量评价方法与模式,并通过多个图书馆的实证,为国内研究图书馆进行本土化的服务质量评价提供了具有借鉴价值的模型和体系。
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| 关 键 词： | 图书馆 服务质量 用户满意度 LibQUAL+® |
| 收稿时间： | 2012-06-26 |
Evalution of LibQUAL ＋ and Its Localization Research and Practice |
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| Wu Dongman,Guo Yiqun.Evalution of LibQUAL ＋ and Its Localization Research and Practice[J].Library and Information Service,2012,56(15):42-48. |
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| Authors: | Wu Dongman Guo Yiqun |
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| Institution: | Tsinghua University Library, Beijing 100084 |
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| Abstract: | LibQUAL+®, based on the measurement and mechanism of SERVQUAL, saw a process of continuous revision. The recent development of LibQUAL+® is the experiment of LibQUAL+®Lite. In China, dozens of libraries have made the measurement based on LibQUAL+® or revised LibQUAL+®,which mainly involve collection development, service effect, library environment, librarians, and library facilities. The application in Tsinghua University Library shows that the idea and model of LibQUAL+® are applicable to the library. Afterwards, based on the existing work, the actual situation of research libraries in China, and the actual requirements of users for the library, Tsinghua University Library proposed a suite of library service measurement method and model, and was demonstrated in a few libraries, which provide valuable model and operational system for the local service quality evalution in Chinese research libraries. |
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| Keywords: | library service quality user satisfaction LibQUAL + |
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